Complaints

You can submit a complaint for any issue related to our services: unauthorized or incorrect transaction, account access issues, disagreement on billed fees, delay in transfer processing, identity verification issues, or any other dissatisfaction with our services.

To submit a complaint, send an email to contact@monexa-invest-bk.com indicating: your full name and account number, a detailed description of the problem, the date and amount of the transaction concerned (if applicable), and any relevant supporting documents attached. You can also use the contact form available in your client dashboard.

We acknowledge receipt of your complaint within 48 business hours. A final answer will be provided to you within a maximum of 15 business days for simple complaints, and 35 business days for complex cases, in compliance with PSD2 regulations.

If our response does not satisfy you, you can contact the independent Banking Ombudsman within one year following our final response. Referral to mediation is free of charge for the client. Ombudsman contact info: contact@monexa-invest-bk.com — This service is independent of Monexa Investment Bank.

In the event of a proven unauthorized transaction, we will issue a refund within one business day following the finding. Refunds related to errors on our part are processed at no additional cost to the client.

A unique file number will be assigned to you when your complaint is registered. You can monitor the progress of your file by contacting our customer support and mentioning this reference number.